---
title: Manage Hosted Insight Panel configurations
slug: m5k70425
canonical_url: https://docs.coveo.com/en/m5k70425/
collection: service
source_format: adoc
---
# Manage Hosted Insight Panel configurations
The [**Insight Panel**](https://platform.cloud.coveo.com/admin/#/orgid/service/insight-panel/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/insight-panel/)) page of the [Coveo Administration Console](https://docs.coveo.com/en/183.md) lets you configure and build [search interfaces](https://docs.coveo.com/en/2741.md) that allow service agents to access contextually relevant [items](https://docs.coveo.com/en/210.md) and user insights without leaving the record they're viewing or editing (for example, a support case or an incident report).
## Prerequisites
* Ensure that the [status of your Coveo organization](https://docs.coveo.com/en/1684/) is healthy.
* Check the [**Sources**](https://platform.cloud.coveo.com/admin/#/orgid/content/sources/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/content/sources/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/content/sources/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/content/sources/)) page to ensure you have at least one [source](https://docs.coveo.com/en/246.md) in your [Coveo organization](https://docs.coveo.com/en/185.md).
* Ensure that you've created the recommended [Coveo Machine Learning (Coveo ML)](https://docs.coveo.com/en/188.md) [models](https://docs.coveo.com/en/1012.md) to [optimize search performance](https://docs.coveo.com/en/m7ak9250.md#step-1-optimize-search-performance).
* Ensure that you've [associated each model with a query pipeline](https://docs.coveo.com/en/2816.md).
## Add an Insight Panel configuration
1. On the [**Insight Panel**](https://platform.cloud.coveo.com/admin/#/orgid/service/insight-panel/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/insight-panel/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/insight-panel/)) page, click **Add Insight Panel**.
1. In the **Add an Insight Panel** modal that opens:
.. Enter a **Name** for your Insight Panel configuration.
> **Important**
>
> The name you specify will be used to automatically generate the [search hub](https://docs.coveo.com/en/1342.md) value.
> Although the name of the Insight Panel can be modified, the search hub value can't be modified once it's been generated.
.. In the **Select a dedicated query pipeline** dropdown menu, select the [query pipeline](https://docs.coveo.com/en/180.md) that's associated to your Coveo ML models.
> **Tip**
>
> If you haven't configured a query pipeline yet, select the **Default** pipeline. You can always update the pipeline at a later time to [optimize search performance](https://docs.coveo.com/en/m7ak9250.md#step-1-optimize-search-performance).
.. (Optional) Use the **Project** selector to associate your Insight Panel configuration with one or more [projects](https://docs.coveo.com/en/n7ef0517.md).
.. Click **Create**.
1. In the **Add an Insight Panel** completion modal, do one of the following:
* Click **View configuration** to view the Hosted Insight Panel configuration, and to set the [Advanced configuration options](#advanced-configuration-options) (recommended).
* Click **Build** to start building your interface with the [**Insight Panel Builder**](https://docs.coveo.com/en/m68b0168.md).
> **Note**
>
> You can access the [Advanced configuration options](#advanced-configuration-options) or the [**Insight Panel Builder**](https://docs.coveo.com/en/m68b0168.md#access-the-insight-panel-builder) at any time.
### Advanced configuration options
#### Case context fields
To ensure the search results that are initially displayed when the Hosted Insight Panel loads are contextually relevant to the case at hand, perform the following steps:
**Coveo for Salesforce integration**
Details
1. [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done.
1. Under [**Case context fields**](#CaseContextFields), make sure the values match the field names that correspond to _case subject_ and _case description_ in your Customer Relationship Management (CRM) system. By default, the values are set to `Case.Subject` and `Case.Description`.
> **Note**
>
> These [context](https://docs.coveo.com/en/1345.md) values are automatically added to the [large query expressions (`lq`)](https://docs.coveo.com/en/214.md) of empty search requests by Coveo to surface relevant content to solve the case at hand.
1. Update the values, if necessary.
Details
1. [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done.
1. Under [**Case context fields**](#CaseContextFieldsSN), make sure the values match the field names that correspond to _case subject_ and _case description_ in your Customer Service Management (CSM) system.
For example, the **CRM field name for case subject** and **CRM field name for case description** fields usually map to `short_description` and `description`, respectively, in ServiceNow.
> **Note**
>
> These context values are automatically added to the large query expression (lq) of empty search requests by Coveo to surface relevant content to solve the case at hand.
1. Update the default values, if necessary.
Details
1. [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done.
1. [[contextkeycombo]]Under [**Additional context fields**](#AdditionalContextFields):
.. [[contextkeydfn]]In the **Context key** text box, enter a meaningful name to define the context key (for example, `product`) that will be used by Coveo to tune the relevance of your search results (see [step 5](#contextkey) ).
.. In the **CRM field name** text box, enter the field name in your CRM system that corresponds to the context key you defined in the previous step (for example, `case.product`).
.. Click **Save** to apply your changes.
1. On the [**Query Pipelines**](https://platform.cloud.coveo.com/admin/#/orgid/search/pipelines/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/search/pipelines/)) page, click the query pipeline that's dedicated to the Hosted Insight Panel, and then click **Edit components** in the Action bar.
1. On the subpage that opens, select the **Advanced** tab, and then click **Query parameters** on the left side of the page.
1. [[contextkey]]Add a rule to override the [`lq`](https://docs.coveo.com/en/13.md#operation/searchUsingPost-lq) parameter with the [`context`](https://docs.coveo.com/en/13.md#operation/searchUsingPost-context) object:
.. Click **Add query parameter rule** in the upper-right corner of the page.
.. On the **Add a query parameter rule** subpage, select the **lq (large query expression)** parameter, and then click **Next**.
.. Under **lq (large query expression)**, enter a rule that uses the context key values specified in your Hosted Insight Panel configuration as follows:
```javascript
<@+ $context.Case_Subject $context.Case_Description $context. +@>
```
Where:
`` represents the context key value you defined in [step 2a](#contextkeydfn).
For example:
```javascript
<@+ $context.Case_Subject $context.Case_Description $context.product +@>
```
> **Notes**
>
> * This override takes precedence over the context values that are automatically added to the `lq` by Coveo (see [Case Context Fields](#case-context-fields)).
> As a result, you must include the `Case_Subject` and `Case_Description` context keys in the query parameter rule. These keys are mapped to the field names in your CRM system that correspond to _case subject_ and _case description_ (that is, `Case.Subject` and `Case.Description`, respectively, in Salesforce).
>
> * CRM field names are integration specific.
> You must therefore define the context key value (for example, `product`) and map it to the field name in your CRM system that corresponds to it (for example, `case.product`). For more information, see [step 2](#contextkeycombo).
.. Under **Condition**, select or [create](https://docs.coveo.com/en/1959.md#create-a-condition) a `Query is empty` condition.
.. Click **Add rule**.
Your query parameter rule should now look like this:
Details
1. [Access the **Insight Panel** configuration page](#edit-an-insight-panel-configuration), if not already done.
1. [[contextkeycomboSN]]Under [**Additional context fields**](#AdditionalContextFieldsSN):
.. [[contextkeydfnSN]]In the **Context key** text box, enter a meaningful name to define the context key (for example, `callerID`) that will be used by Coveo to tune the relevance of your search results (see [step 5](#contextkeySN) ).
.. In the **CRM field name** text box, enter the field name in your CSM system that corresponds to the context key you defined in the previous step (for example, `caller_id`).
> **Note**
>
> [Dot-walking](https://developer.servicenow.com/dev.do#!/learn/courses/australia/app_store_learnv2_scripting_australia_scripting_in_servicenow/app_store_learnv2_scripting_australia_server_side_scripting/app_store_learnv2_scripting_australia_dot_walking) isn't supported.
> Only top-level field values can be specified.
.. Click **Save** to apply your changes.
1. On the [**Query Pipelines**](https://platform.cloud.coveo.com/admin/#/orgid/search/pipelines/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/search/pipelines/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/search/pipelines/)) page, click the query pipeline that's dedicated to the Hosted Insight Panel, and then click **Edit components** in the Action bar.
1. On the subpage that opens, select the **Advanced** tab, and then click **Query parameters** on the left side of the page.
1. [[contextkeySN]]Add a rule to override the [`lq`](https://docs.coveo.com/en/13.md#operation/searchUsingPost-lq) parameter with the [`context`](https://docs.coveo.com/en/13.md#operation/searchUsingPost-context) object:
.. Click **Add query parameter rule** in the upper-right corner of the page.
.. On the **Add a query parameter rule** subpage, select the **lq (large query expression)** parameter, and then click **Next**.
.. Under **lq (large query expression)**, enter a rule that uses the context key values specified in your Hosted Insight Panel configuration as follows:
```javascript
<@+ $context.Case_Subject $context.Case_Description $context. +@>
```
Where:
`` represents the context key value you defined in [step 2a](#contextkeydfnSN).
For example:
```javascript
<@+ $context.Case_Subject $context.Case_Description $context.callerID +@>
```
> **Notes**
>
> * This override takes precedence over the context values that are automatically added to the `lq` by Coveo (see [Case Context Fields](#case-context-fields)).
> As a result, you must include the `Case_Subject` and `Case_Description` context keys in the query parameter rule.
> These keys are mapped to the field names in your CSM system that correspond to _case subject_ and _case description_ (that is, `short_description` and `description`, respectively, in ServiceNow).
>
> * CSM field names are integration specific.
> You must therefore define the context key value (for example, `callerID`) and map it to the field name in your CSM system that corresponds to it (for example, `caller_id`). For more information, see [step 2](#contextkeycomboSN).
.. Under **Condition**, select or [create](https://docs.coveo.com/en/1959.md#create-a-condition) a `Query is empty` condition.
.. Click **Add rule**.
Your query parameter rule should now look like this:
